Troubleshooting and Improving Remote Access at Home

Configuration or changes to your home network, e.g., adding new equipment or changes by your Internet service provider (ISP) or service outages can affect the quality of the connection from your home computer to Citrix even though local internet access and searching are fine.

Citrix Workspace Requires OS X 10.13 High Sierra or later Many Mac users have encountered the 'Citrix Workspace Requires OS X 10.13 High Sierra or later' message when trying to install the Citrix Workspace App on an Apple device. If you receive this error, you need to upgrade your MacOS as it is on a version older than 10.13. Citrix Files Drive is Unavailable. Citrix Files gives you access to the files on your Workspace account by making them available as a storage drive (like an SD card or a thumb drive). This drive needs to mount itself into your Mac's file system before files can be accessed from Citrix Files.

The steps below are intended to assist you in troubleshooting connection issues or simply help improve the quality of the connection. Due to the wide variety in home networks, these steps are generic, but should apply to most home network setups.

The troubleshooting steps below do not apply to connections outside of your home e.g. hotel.

Keeping Your System Up to Date

Uninstalling tuxera ntfs for mac. ·Use the latest available version of Citrix Workspace (AKA Receiver) app for Windows and MacOS.:

Windows: https://www.citrix.com/downloads/workspace-app/windows/workspace-app-for-windows-latest.html

MacOS: https://www.citrix.com/downloads/workspace-app/mac/workspace-app-for-mac-latest.html

·Minimum Operating System (OS) requirements for Citrix Workspace.

Windows OS

Windows 7

Windows 8.1

Windows 10

Please Note: Windows XP is no longer supported by Microsoft and is not supported in our remote access environment.

MacOS

MacOS 10.13 (High Sierra)

MacOS 10.14 (Mojave)

MacOS 10.15 (Catalina)

·Ensure your computer has the latest operating system updates installed.

How to install latest updates for Windows computers

https://support.microsoft.com/en-us/help/311047/how-to-keep-your-windows-computer-up-to-date

How to install latest updates for MacOS

https://support.apple.com/en-us/HT201541

·Reboot your computer regularly. At least once a week is recommended.

Check Your Connection

Once you have confirmed your computer has a supported OS, is current with OS updates and the Citrix Workspace client is the latest available, and you still do not have a consistent quality connection to Citrix, please follow the below steps for additional troubleshooting.

Troubleshooting Steps:

oRun a test first to check your download and upload bandwidth (speed) and roundtrip time (RTT/ping) at https://speed.measurementlab.net/#/.

oCheck with Down Detector to see if there are any service disruptions in your area (once a problem starts to occur, it may take time for people to report an outage). Down Detector can be found at www.downdetector.com.

oEnsure Proper Connection between Your Device and the Router.

For Wi-Fi Connections

Citrix Workspace App High Sierra

If you are having connection quality issues, ensure there is proper communication between your device and the wireless router. If your computer is too far away from the wireless router, it is possible the computer is not receiving a proper connection. This can cause issues such as high latency that will cause Citrix to run slow and/or freeze.

Common causes of WiFi interference are (inside and outside of your house):

oDistance from your device to the wireless router.

oObstructions, such as a walls or pillars, between your device and the router.

Citrix Workspace High Sierra

oExcessive Internet usage during peak times. This can be in your house or your neighborhood. Such as when there is bad weather and more of your neighbors are at home.

Citrix Workspace For Mac Catalina

oServices using the internet running at the same time you are using the network. These could be services such as YouTube, Spotify, Netflix, XBox gaming online, or other content or services which uses the internet heavily.

oService provider issues

oAn issue with your home network.

Citrix Workspace Big Sur

oElectrical interference e.g., cordless phone, microwave oven.

Flash player free download for mac. oYour wireless network is using the same communications channel as your neighbor’s.

For more further assistance please contact the Service Desk at 212.806.6171 or toll-free at 888.806.6171. The Stroock Status Line for all offices is available by dialing: 866.STROOCK / 866.787.6625